At a Glance
- Tasks: Manage customer experience and partner relationships to enhance service quality.
- Company: Footasylum, a dynamic retail brand focused on customer satisfaction.
- Benefits: Competitive salary, diverse team culture, and opportunities for professional growth.
- Other info: Join a diverse team that values different perspectives and continuous learning.
- Why this job: Make a real impact on customer experiences and drive positive change.
- Qualifications: Experience in managing contact centre partnerships and strong communication skills.
The predicted salary is between 35000 - 45000 £ per year.
The Customer Experience Manager is the strategic link between Footasylum and our outsourced contact centre partner. You will own the partner relationship end‑to‑end – setting shared goals, maintaining open communication, and driving joint accountability for customer outcomes. Your focus: make every customer interaction count. You will use sentiment analysis and Trustpilot performance as core measures of success, translating insight into action with your outsource partner to continuously raise the bar on customer experience.
Key Responsibilities
- Partner Relationship Management
- Act as the primary relationship owner for the outsourced contact centre, building a collaborative, transparent partnership grounded in mutual accountability.
- Establish and maintain regular governance cadences – performance reviews, service improvement workshops, and strategic planning sessions – with the outsource partner's leadership team.
- Address service issues early through proactive dialogue; resolve escalations jointly with the outsource Contact Centre Manager (CCM).
- Champion a ‘one team’ culture across Footasylum and the outsource operation, ensuring brand values and customer‑first principles are embedded in every interaction.
- Customer Sentiment & Trustpilot Performance
- Own sentiment analysis across all contact channels; surface trends, root causes, and opportunities for improvement.
- Set Trustpilot targets with the partner and lead joint initiatives to improve ratings and review volume.
- Translate customer feedback into actionable recommendations for the outsource team and wider business.
- Report regularly to the Head of Operational Solutions on sentiment trends, Trustpilot performance, and partner progress.
- Operational Excellence
- Ensure the partner delivers against agreed SLAs for response times, resolution rates, and customer satisfaction.
- Analyse AI agent containment and handover friction; work with the Operations Support team to optimise automation without compromising experience.
- Drive ‘right first time’ resolution and reduce repeat contacts through coaching, process improvement, and knowledge sharing.
- Oversee forecasting and capacity planning with the partner to meet demand across peak and BAU periods.
- Stakeholder Engagement
- Represent the voice of the customer internally; engage the wider operations team, the digital team and product teams to resolve systemic issues.
- Build strong relationships across brands and departments, positioning the contact centre as a value driver rather than a cost centre.
- Compliance & Escalation
- Ensure the outsource partner adheres to all compliance and legislative requirements, including DSAR and facilities/store complaints.
- Handle high‑level escalations and complaints, gathering information and coordinating a resolution with the CCM.
What You'll Bring
- Proven experience managing outsourced or third‑party contact centre partnerships.
- A track record of improving customer sentiment, NPS, or review‑site performance.
- Strong commercial awareness and the ability to balance customer outcomes with operational efficiency.
- Excellent stakeholder and relationship management skills at all levels.
- Confidence in challenging the status quo and championing new ideas.
- Data literacy – comfortable interpreting sentiment dashboards, Trustpilot analytics, and operational MI.
Requirements
- Experience in providing customer service support.
- Proficiency in English.
- Working knowledge of customer service software, databases and tools.
- Ability to think analytically and to influence.
- Strong client‑facing and communication skills.
- Advanced troubleshooting and multi‑tasking skills.
- Customer service orientation.
- Experience of using Microsoft Excel for reporting/analytical purposes (ideal but not essential).
- Must be able to work shifts, Monday - Sunday.
Diversity
We recognise and value the importance of diversity to help make sure we have lots of different perspectives when we are providing service to our colleagues and customers. We know that this will help us build a great service, which our customers will love. Diversity for us is also, importantly, about building happy teams full of people that want to learn and want to be inspired by each other and our different experiences.
Customer Experience Manager - 12mth FTC Customer Experience · Distribution Centre in Manchester employer: Merry Hill Group
Merry Hill Group in Blackburn is an excellent employer that fosters a vibrant and inclusive work culture, perfect for those passionate about streetwear. With flexible hours, valuable training opportunities, and a generous 30% staff discount, employees can thrive both personally and professionally while enjoying a dynamic retail environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager - 12mth FTC Customer Experience · Distribution Centre in Manchester
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Merry Hill Group.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Merry Hill Group. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Experience Manager - 12mth FTC Customer Experience · Distribution Centre in Manchester
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Merry Hill Group.
How to prepare for a job interview at Merry Hill Group
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Merry Hill Group's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Merry Hill Group offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
